Producer I

Question

Surround speakers cutting out after 6.3 update.

Forum|Forum|10 years ago
June 25, 2016
31 replies
2841 views

Hi there, I never have had a problem with my speakers before (My setup is Soundbar + SUB + 2xNEW Play:5s. After the update to the 6.3 for some reason the right or left surround cuts audio sporadically. They never cut at the same time.
What I already tried to do.

1 – Shutdown my router, wait a while and turn it on again. (My router is the ASUS RT-AC5300)

Since this didn’t work I went to the next step.

2 – Remove the surrounds speakers, remove the power cord of the speakers, wait a bit and reconfigure the surround speakers.

It didn’t work also.

The sound cuts are very brief something like 2-3s of no sound from the affected speaker, and let’s say that on an interval of 10 minutes this happens around 6 times.

Someone has any other troubleshooting tips? What to do from here?
Regards,
Tiago

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davidhorne1982

Contributor II

Hello All,

I have exactly the same setup and issues with my 5:1 setup. Playbar, sub and 2 play 5's.

Doesn't matter if I'm watching a film, listening to music via my computer or phone, the speakers will cut out for 1 second at random times.

Has anyone had this issues resolved?

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davidhorne1982

Contributor II

Hi, It has just happened to me multiple times over the last 5 - 10 mins.

I submitted diagnostic 6495356.

T

tiagoAuthor

Producer I

Hi Davidhome 1982, the return i Had with the support over the phone is that this is very rare and just happens with 2xplay5 gen 2 as surround speakers. They told me that they would fix this on the 6.4 update. I read on the beta thread on announcement that the beta version already fixes this problem.

I am waiting the final release to update. This peoblem happens with me until today. Very often 1s cuts.

Hopefully it will get really fixed.

Wait for the final 6.4 firmware release that should be out any momment, neet week I think, or update to the beta version.

Regards

D

davidhorne1982

Contributor II

Hi Tiago,

Thank you very much for the info! greatly appreciated.

I have updated to the beta version so hopefully all will be ok!

Again, thank you very much for your reply! This problem has been extremely frustrating

L

Langas1984

Contributor I

I'm curious if you all ever found a solution to this issue?

I have been experiencing this same issue for what I think is from roughly the same time yours all seem to have started. My play 1s and maybe my sub drop off intermittently and then come back around 30 seconds later.

I have a play bar, 2x play 1 and a sub all working as a home theatre. The problem occurs with both music and TV.

Since the problem started I have had a new router, I've tried shutting down all wireless on my network to remove traffic, I've changed the wireless channel of Sonos to a channel that appears to be empty in my area and I still get the problem.

Airgetlam

Langas1984,

Perhaps if you were to submit a system diagnostic and post the number here in this thread, a Sonos rep would be able to get a better look at your system and diagnose the problem.

For my money, since it's happening on both TV and music, is a duplicate IP address, but you've indicated that you've shut down all the devices as well as the router, then brought them back up one at a time, so it's perplexing. The only other thing that I can think of that might cause this issue is wifi interference, from a device in your home, or a neighbor's home.

But submitting that diagnostic within 10 minutes of getting one of those dropouts, and posting the number here would probably help Sonos hone in on what the real issue is.

Bruce

B

bozer

Trending Lyricist I

Sad to repot this has been happening to me as well. I've only had my Sonos for about 6 months, but just recently sometimes the surround sound cuts out. I noticed it streaming music from my wife's iPhone and figured it was her iPhone 5. It just started happening while listening to Sirius with my iPhone 7 plus. The surrounds (play 1s) appear to cut out, for around 30 seconds to a minute. I just switched from Siirus to a song in my itunes library and they came back on. Had no problems for months and haven't updated anything recently. Also have an Airport extreme.

Omar H

Sonos Staff

Hi bozer,

If you don't mind, please submit a diagnostic and let us know the confirmation number and we'll happily take a look at that.

B

bozer

Trending Lyricist I

Thanks for the quick response Omar. I just submitted mine. Confirmation number: 7414829

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bozer

Trending Lyricist I

Hi Omar,

Not sure if you will see this, but I still have this problem. My left rear play 1 (in 5.1 setup) cut out for a few moments while streaming Spotify. I never heard back on the ticket I submitted. Is there a fix for this yet?

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